Building a Quality Monitoring Form:
Successful Designs for Building Performance Excellence
August 1/October 17
Quality monitoring forms enable supervisors to measure an agent’s performance on actual calls against your performance standards. Having an effective monitoring form can make the difference between having data that allows you to objectively evaluate agent skills and data that is irrelevant and subjective. In addition, a good evaluation form lets agents know what is expected of them throughout the call. In this session you’ll learn how to create an objective monitoring form that allows supervisors and quality analysts to evaluate behaviors necessary for a successful customer interaction. This session also provides a process model for applying weighting and scoring so you can effectively promote those most critical behaviors.
Seminar attendees will learn to:
• Align monitoring form objectives with corporate and call center goals.
• Organize your form for ease of evaluation.
• Identify critical behaviors that are objective and measurable.
• Identify data elements needed for effective skill gap and trend analysis reporting.
• Apply weighting and scoring schemes to emphasize agent skills and knowledge that are most important.
• Create an evaluation standard document that provides a detailed description of each evaluation criterion.
8/1/2008 11:00 AM EST
10/17/2008 2:00 PM EST
Register Here for the next session in the series
Price $300/Monitor
Choose 5 or more classes- $275 each
Choose 10 classes from our Certification Course $250 each